Experienced customer service and administrative expert knowledgeable about documentation requirements, research strategies and payment management. Offering excellent planning and problem-solving skills built over 20+ years in related roles.
Skills
Quality controls
File retrieval
Recordkeeping requirements
Excel proficiency
Professional and mature
Proper phone etiquette
Social media knowledge
Experience
Program Support Specialist, 10/2019 to Current Department Of Justice – El Reno, OK,
Updated spreadsheets, wrote reports and created documents for customer information or permanent records.
Submitted payments, processed refunds and updated details in customer accounts.
Delivered optimal administrative, customer service and case management support through tracking participants accounts and assisting with several different transactions.
Prepared and updated office records, spreadsheets and presentations to support executive needs and enhance office efficiency.
Researched topics of interest and culled gathered information to produce concise reports.
Completed timely investigations into issues and resolved or escalated customer concerns.
Reviewed account details to check eligibility and compliance with program requirements.
Answered face-to-face, telephone and email requests for support and program information.
Opened, sorted and responded to routine correspondence on behalf of business leaders to facilitate communication and streamline processes.
Wrote and distributed executive meeting agendas and minutes to department heads and executive team members.
Customer Service Representative, 01/2007 to 10/2019 Realtor.Com – Santa, ID,
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Evaluated customer account information to assess current issues and determine potential solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Set up and activated customer accounts.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Worked with managers to develop service improvement initiatives.
Documented conversations with customers to track requests, problems and solutions.
Consulted with customers to determine best methods to resolve service and billing issues.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Reviewed account and service histories to identify trends and issues.
Educated customers on special pricing opportunities and company offerings.
Delivered high level of service and support to each customer, paving way for future business opportunities.
Created and implemented process improvements to reduce workloads and bolster callback efficiency.
Assisted approximately 50 or more customers each day with billing and account questions.
Answered customer questions and addressed concerns, resulting in 95% reduction in complaint calls.
Key Carrier/Department Head, 01/2004 to 01/2007 Goody’s Family Clothing – City, STATE,
Compiled weekly monetary reports and records for store managers.
Monitored incoming customer traffic to determine appropriate staffing.
Supervised teams of up to 25 employees and provided leadership and guidance to boost productivity, customer service levels and sales success.
Completed administrative duties, including opening and closing reports and bank deposits, each day to keep back-office functions current and accurate.
Maintained inventory accuracy by accurately counting stock-on-hand and reconciling discrepancies.
Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
Planned and updated work schedules for optimal coverage of expected business needs.
Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
Monitored department for signs of theft by customers or employees and implemented corrective actions to prevent recurrence.
Streamlined operations and improved employee focus and productivity by prioritizing tasks prior to start of each shift.
Provided assistance with purchases, locating items and signing up for rewards programs.
Helped customers find specific products, answering questions and offering advice.
Processed returned items in accordance with store policy.
Worked closely with front-end staff to assist customers.
Guided and supported department staff members to consistently achieve team and personal goals.
Checked inventory system to locate items at other stores, improving sales rates 95%.
Education and Training
High School Diploma: , Expected in 1996 South Aiken High School - Aiken, SC GPA:
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